Desktop Support Specialist
Req number:
R8927
Employment type:
Full time
Worksite flexibility:
Onsite
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
We are looking for a motivated Desktop Support Specialist ready to take us to the next level! If you have help desk support experience, IT troubleshooting expertise, and experience working with ticketing systems and are looking for your next career move, apply now.
Job Description
We are looking for a Desktop Support Specialist to provide first-line technical support for staff within a secure facility. The specialist will resolve help desk requests, troubleshoot issues from the network through the endpoint, and help improve day-to-day support operations. This position will be Full-Time and Onsite in Columbia, SC.
Only candidates with work authorization that does not require sponsorship now or in the future will be considered. Candidates must be local to Columbia, SC.
What You’ll Do
Serve as the first point of contact for help desk requests and participate in rotating call queue coverage
Troubleshoot and resolve technical issues across network, endpoint, application, and user access environments
Perform password resets and assist users with common hardware, software, and connectivity issues
Support staff across education, medical, and facility operations departments
Record, track, update, and resolve incidents and service requests using a ticketing system
Partner with the Help Desk Manager to capture operational knowledge and document existing processes
Create, maintain, and improve standard operating procedures (SOPs), workflows, and support documentation
Assist with cross-training initiatives to improve team knowledge sharing and service consistency
Identify opportunities to automate recurring support tasks and improve operational efficiency
Support endpoint management activities and related device administration
Maintain compliance with facility security requirements and operational procedures
Complete all required pre-employment screening and facility background clearance processes
What You'll Need
Required:
Bachelor’s degree and 10+ years of relevant experience, or equivalent combination of education and experience
Candidates with a High School Diploma must have 4 additional years of relevant experience in lieu of a Bachelor's degree
Candidates with an Associate’s degree must have 2 additional years of relevant experience in lieu of a Bachelor's degree
10+ years of experience using ticketing software in a help desk or technical support environment
10+ years of IT support, help desk, desktop support, or technical troubleshooting experience
Experience troubleshooting issues from network infrastructure through endpoint devices
Experience supporting end users with account access, password resets, hardware, software, and connectivity issues
Experience documenting processes, procedures, and operational workflows
Ability to pass required criminal history, drug screening, and credit background checks
Strong written and verbal communication skills
Preferred:
Experience with PowerShell scripting
Experience with Microsoft Power Automate or Microsoft Power Platform solutions
Experience developing AI-enabled workflows or automation solutions
Endpoint management experience
Microsoft Intune administration experience
Microsoft MD-102 certification
Experience supporting Microsoft-based enterprise environments
Experience improving help desk processes and support operations through automation
Physical Demands
Ability to safely…